Job Description

Job description

In this role, you'll join Xantura's Customer Success team, helping our public sector partners achieve measurable impact and long-term success through our platform and services.

As a Customer Success Manager, you'll be a strategic partner and trusted advisor to a portfolio of clients, helping them realise tangible outcomes, drive adoption, and strengthen their commitment to Xantura's mission of improving lives through data-driven early intervention.

You'll play a key role in driving customer retention and growth, ensuring clients see measurable value, renew with confidence, and expand their use of Xantura's solutions to achieve even greater impact.

This is a fantastic opportunity to help shape the customer experience in a fast-growing, purpose-driven company.

Reporting to the Customer Success Lead, you'll work closely with teams across Business Consulting, Data, and Product to deliver exceptional client experiences, identify growth opportunities, and feed valuable insights back into product and operational improvements.

Key Responsibilities

Develop and maintain Success Plans for all assigned customers, aligning Xantura's solutions with their strategic objectives, measuring impact, and ensuring a seamless and consistently high renewal rate across your portfolio. Lead on adoption and engagement - Monitor platform usage, deliver targeted enablement activities, and ensure customers are fully adopting the product to achieve measurable results. Champion advocacy and growth - Gather customer case studies, quotes and build a community of advocates. Ensure customers achieve measurable value while identifying opportunities for cross-sell, upsell, and deeper partnership expansion. Customer health management - Maintain a structured, data-informed view of customer health (RAG-based) combining adoption, engagement, satisfaction, and value metrics. Facilitate cross-functional collaboration - Lead monthly Customer Health Reviews with Product, Data, and Delivery teams to identify risks, celebrate wins, and align actions to strengthen customer experience. Measure and improve satisfaction - Monitor CSAT and NPS results, acting on feedback to continually improve engagement and service quality. Storytelling and insight - Translate customer outcomes and platform data into compelling impact stories that demonstrate Xantura's value to leadership and wider stakeholders. Support continuous improvement - Collaborate with internal teams to enhance processes, refine customer journeys, and scale best practices across the CS function.

We'd love to hear from you if you have:

2+ years' experience in a Customer Success, Account Management, or Client Partnership role, ideally within SaaS, data, or public sector technology. Proven ability to drive retention and growth by helping customers achieve measurable, meaningful outcomes. Proven ability to build trusted relationships and influence stakeholders at all levels. Experience developing and managing customer success plans, QBRs, and customer health frameworks within a SaaS environment. Understanding of customer advocacy, engagement, and renewal levers, with a proactive approach to identifying expansion opportunities. Experience working in a cross functional environment, collaborating with Product, Data, and Delivery teams to drive shared customer outcomes. Excellent problem solving, storytelling and data visualisation skills, able to quickly turn insights into clear, engaging presentations and meaningful actions. Excellent communication and facilitation skills - you can bring together cross-functional teams, simplify complex concepts and influence outcomes effectively. A data-informed mindset, comfortable using analytics to assess customer health, usage, and satisfaction. A genuine passion for social impact and public sector innovation - you want your work to make a difference. Highly organised, with a focus on execution and follow-through - you turn plans into measurable results.

Bonus points if you have:

Experience working with the public sector (local or central government) or as a vendor/consultant to public sector clients Familiarity with privacy, security, and information governance in data projects Familiarity with data science including predictive analytics and machine learning

About Xantura

At Xantura, we're on a mission to reduce societal inequality by helping local authorities use data more effectively. Our AI-driven platform empowers frontline workers with the insights they need to prevent complex issues like homelessness or children being taken into care, before they happen.

We make this possible by connecting siloed datasets, applying advanced machine learning to enrich the data, and using predictive analytics to identify those most at risk. Our platform then distils this into clear, actionable insights that help frontline staff intervene early and make a real difference.

The past year has been a period of rapid growth. Our team has doubled, our client base has more than doubled, and our revenue has increased fourfold. We now work with over 20 local councils, supporting them across financial inclusion, homelessness, adult social care, children's services, and criminal justice.

It's an exciting time to join Xantura. We're scaling quickly, bringing on new clients, strengthening our platform, and expanding into new areas. While we're a technology company at heart, our true focus is on improving lives -- and we're looking for people who share that vision.

Location

- Our model is hybrid, you can work remotely or from the office. For this role, you would be expected to be able to work from the London office (in Borough) a minimum of 1-2 days per week. Some travel is required for on-site client engagements as needed.

What we can offer

Competitive salary reviewed annually Work for a passionate, mission-driven company solving society's big problems Work flexible hours around life commitments with a focus on delivering company value rather than hours worked Ability to work remotely (excluding face-to-face Team Meetings and client meetings) Training and development opportunities 25 days annual leave (plus bank holidays) Company pension Private medical insurance Generous enhanced parental leave policies Cycle to work scheme Flu Vaccinations
Sounds like you?

Send your CV and a short (max 200 words) note on why this role excites you to careers@xantura.com

Job Type: Full-time

Pay: 40,000.00-50,000.00 per year

Benefits:

Company pension Cycle to work scheme Enhanced maternity leave Flexitime Free flu jabs Health & wellbeing programme Private medical insurance Sick pay Work from home
Work Location: Hybrid remote in London SE1 1EP